This policy applies to Transport2 (UK) Limited trading as “Kura”.
We strive to deliver only the highest standards of service to our customers; however, we do appreciate that on occasion things may not go according to plan. This policy recognises that coaches, like all transport, can be delayed for reasons such as previous passengers running late, mechanical issues, traffic congestion, road traffic accidents and other issues in the normal course of business.
We will resolve any problems you may have encountered as quickly and efficiently as possible. Your feedback is invaluable in helping us improve our services and we greatly appreciate you taking the time to detail your journey experience in writing.
This document clearly sets out how we will manage your complaint and the service you can expect from us. It includes:
- How to make a complaint and who to contact
- How we will respond to your complaint and when you can expect to receive a response
- How we will manage your complaint fairly
- How we review and monitor feedback from our customers